At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.
To provide high quality technical and operational support for customer infrastructure and subscriber technologies / systems supplied by Motorola Solutions, and to provide technical excellence and leadership to other members of the project & operations engineering and Support Services group ensuring Total Customer Satisfaction and compliance to contractual Key Performance Indicators.
Job Description
Primarily responsibility for the overall technical operation and maintenance of systems and subsystems of the Dimetra and Motorola Astro P25 and MOTOTRBO systems across Australia, New Zealand and New Caledonia.
Ongoing high end technical, engineering and upgrade support for main systems and subsystems used on the Dimetra and Astro P25 and MOTOTRBO systems including Central and Remote Sites, Microwave /MUX Distribution System, Console Dispatch System,
Voice/Telephony Logging Systems associated LAN/WANs, external interfaces and Network Management Systems.
Act as a technical escalation point for Network Operations Control Centre (NOCC) staff and Field Engineers requiring technical assistance.
Provide technical user support and customer service. Be available (via phone and physically) to NOCC CSOs and CSTs and/or users requiring technical assistance.
Participate in regular on call roster for afterhours call out from the NOCC to resolve urgent system problems.
Support after-hours planned maintenance and system upgrade activities.
Become the local engineering subject matter expert for 3 rd party service equipment and systems.
Follow standard Operational and Help Desk operating procedures; accurately log and update all Help Desk tickets using incident/call tracking software.
Escalate to management any systemic issues that are operational and customer impacting to engage further engineering support for root cause and resolution.
Produce and/or update “as-built” documentation for directly supported systems, as required.
Ensure supported system installation and configuration is in accordance with documentation and Motorola Quality Installation Standards.
Manages resources for deployment (directs field or surveillance staff).
Provide ad hoc general support and training to Motorola dealers from time to time.
Travel to customer’s site as necessary to meet business requirements.
Other duties as assigned by the Operations Manager or other applicable management staff.
Provides short and long term in depth analysis and investigation of problems.
Work with Professional Services System Integration project management and engineering staff from time to time for assistance with project activities, as required and approved by direct line management.
Represents the operational engineering support to Management and /or vendors (or other support groups as applicable) in the resolution of equip/network performance problems.
Identify and develop work instructions, procedures and policies (surveillance, analysis and testing).
Conducts network testing, integration and certification.
Mentors junior technical staff.
Undertake special projects and other duties.
Essential:
Highly Desirable:
Desirable:
25-50%
None
Experienced
Yes
EEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.
